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There are three main components of the scheme which is set
up by Constitution.
The complete Constitution is here: Deed
and schedules
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The electricity,
gas
and land codes of practice
(schedules C, CA and CB) - every member company agrees to maintain the standards
in the codes for all of their dealings with customers. |
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The internal complaints process - each company must provide a complaints process for customers who aren't satisfied with some aspect of the company's service. All consumers with complaints must follow the individual company's complaints process before approaching the Electricity and Gas Complaints Commissioner. |
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The complaints
commissioner - - an independent, qualified person who will assist in the resolution of a complaint if it is not resolved with the company. The commissioner may make a decision ordering companies to pay money or take other steps to put the matter right, as is appropriate in the circumstances. |
All member companies participating in the
scheme agree to be bound by the terms
of reference (schedule B) and the commissioner's decisions, and to
follow the codes of practice for electricity,
gas
and land.
The member companies
are represented by a board,
which acts as the link between the commission and the industry.
The commission
acts like a board of directors for the commissioner, and monitors
how well the scheme is working. Commission chairperson, Richard
Janes, is completely independent. Four commission members
have been appointed from both industry and consumer backgrounds.
The consumer representatives are Therese O'Connell and Brenda Simmons; the industry representatives are Jocelyn Turner and
Grantley Judge.
The commissioner,
Judi Jones, has established an office to handle complaints.
The commissioner is independent, and decisions made are binding
on member companies
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